Hi, I’m
Rupesh Mahajan
Nagpur
Summary
GROUP MANAGER - TECHNICAL SUPPORT
Dedicated and results-driven Customer Support & Services (CSS) leader with over 17+ years of experience in fast-growing global support operations. Committed to exceeding customer satisfaction and driving exceptional customer experiences. Skilled in managing large teams to surpass operational performance goals and developing talent-nurturing programs that foster accomplished leaders and Support Engineers. Demonstrated success in collaborating with cross-functional teams to improve customer experience and deliver business results.
Overview
21
years of professional experience
1
Certification
Skills
- Motivational Leadership
- Managing Service Level Agreements
- Managing Operations and Efficiency
- Continuous Improvement Planning and Implementation
- Escalation Management
- Customer Satisfaction / NPS Improvement
- Account Management
- People Management
Work History
Persistent Systems Limited
Group Manager- Technical Support
07.2012 - Current
Job overview
- Presently managing Portfolio of Managed Services accounts for Global Customers involving Cloud(IBM, AWS) Instance Management and Maintenance
- Team Size – 45+
- In past Managed L2 Product support team of 50+ Technical support engineers for IBM Enterprise Content Management product portfolio with business size of USD 5M
- Transitioned, Managed L2 Product Support for IBM’s Tivoli Netcool Performance Manager(TNPM)
- Responsible for CSAT targets, managing customer relationships, and end-to-end support delivery
- PMO focal for support service delivery, managing operations, revenue projections, resource utilization, capacity planning for existing business, and new growth projections
- Managed P&L for 6 accounts and achieved margin targets by ensuring adequate resource staffing with fast-tracked hiring efforts to meet onboarding timelines and ensuring resources are ready to deploy
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Tracking and reporting service level metrics to leadership and client executive team
- Ensuring SLA adherence to all business KPIs
- Leading MBR/QBR with senior leadership team and key client stakeholders
- Responsible for Identification and implementation of Process improvement areas
- Strong focus on customer relationships, People management, Talent retention, new hiring, and knowledge management
- Active involvement in account farming, assisting in preparing business proposals for new opportunities demonstrating product support capabilities and maturity in existing product portfolio
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to 10.By improving backlog from 300 tickets to 30.
- People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development
- Cross-trained existing employees to maximize team agility and performance.
Sigma Software Solutions Pvt.Ltd
Technical Account Manager
03.2011 - 07.2012
Job overview
- Managed Global Technical Support Team spread at various geographical locations (EMEA, APAC, US, CANADA) for Telecom Provisioning Product of SMP from India
- Responsible for Resource Management, Escalation Management, SLA, and
- CSAT Management.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Improved Resolution Time from months to 15 Days
Dell Perot Systems
Specialist
04.2010 - 02.2011
Job overview
- Improved Incident management process to improve resolution time
- Introduced Problem Management as a part of process improvement
- Responsible for overall support functions Operations
- Responsible for Managing and coordinating the deployments of the SMP application
- People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development, Managed a 10+ member team of L1 Support for Investment banking Applications
- Was accountable for SLAs and CSAT
- Responsible for Resource Planning and Management to ensure 24x7 support coverage
- Responsible for Escalation Resolution
- Responsible for Incident and Problem Management Process adherence by the
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Tech Mahindra Limited
Senior Technical Associate
02.2007 - 03.2010
Job overview
- Was in charge of leading a Support Team composed of 15+ members
- Team was responsibility for providing L2 and L3 Support and managing MIS applications related to field engineer data gathering
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- In addition to this, I was involved in internal and external quality audits
- I was responsible for Monthly Performance reporting and operations reviews with internal and external Stakeholders
- Was Responsible for Escalation resolution and continuous process/KPIs improvement
- Responsible for Customer Satisfaction and NPS ratings.
Zensar Technologies Limited
Consultant
01.2004 - 01.2007
Job overview
- As Support Focal successfully transitioned group of applications from United Kingdom to Offshore center in India
- Primary responsibility for resolving reported tickets under ITIL framework
- Analyzed problematic areas to provide recommendations and solutions.
- Responsible for supporting Group of applications
- Responsible for SLA adherence, and customer satisfaction
- Responsible for Minor enhancements, Data fixes via incident and problem management processes
- Successfully Migrated DB applications for Largest shipping corporation in world.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
Vasundhara Software Solutions and Ideal Software Solutions
Developer
08.2002 - 10.2003
Job overview
- As a developer in these small organizations, I had the opportunity to be actively involved in all phases of software development
- This included contributing to the development of various domestic software solutions such as Pathpedhi Online
- Library Management System, and Hotel Management System
- It was an enriching experience where was able to hone skills and gain valuable insights into the world of software development.
- Tested programs and databases to identify issues and make necessary modifications.
- Designed, developed, and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
Education
Center For Development of Advanced ComputingPune
Diploma from Advance Computing
07.2002
North Maharashtra UniversityJalgaon
Bachelor of Engineering from Electronics
06.2000
Certification
- ITILV2 Foundation Certification
- Prince 2 Foundation Training
- Certified Scrum Master, Persistent Systems Ltd
- Career-essentials-in-generative-ai-by-microsoft-and-linkedin
Timeline
Group Manager- Technical Support
Persistent Systems Limited
07.2012 - Current
Technical Account Manager
Sigma Software Solutions Pvt.Ltd
03.2011 - 07.2012
Specialist
Dell Perot Systems
04.2010 - 02.2011
Senior Technical Associate
Tech Mahindra Limited
02.2007 - 03.2010
Consultant
Zensar Technologies Limited
01.2004 - 01.2007
Developer
Vasundhara Software Solutions and Ideal Software Solutions
08.2002 - 10.2003
Center For Development of Advanced Computing
Diploma from Advance Computing
North Maharashtra University
Bachelor of Engineering from Electronics
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